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Drive Your Service Desk's ROI with Skills Management

Posted by on February 28, 2020

Benefits of Skills Management

All too often, the skills management practice is overlooked, yet this function is something all organizations require on a daily basis. Whether it’s routing a request to the right person, or trying to identify a fit for an internal opportunity, skills management is a core function of every enterprise. What exactly is skills management? It's having insight into what skills people and teams possess—as well as any gaps in potentially essential skills. With this knowledge in place, tasks can be appropriately matched to people who have the background knowledge and abilities to resolve them efficiently and effectively.

In enterprise service management (ESM) the management of skills can be used to greatly increase the ROI of your service desk and drive productivity throughout the organization.

What Benefits Can Skills Management Deliver?

Effective skills management delivers the following business outcomes:

  • Enhance visibility of skills across the organization
  • Decrease assignment time for new incidents and service requests
  • Increase cross-departmental collaboration
  • Boost visibility and awareness of subject matter experts (SME)
  • Drive digital transformation and business agility
  • Provide visibility into under-skilled areas
  • Support artificial intelligence (AI) efforts

How Can Cherwell Help?

With Cherwell Service Management (CSM), you can manage all of the skills within your organization, and associate those skills to employees, teams, and requests. CSM can intelligently suggest the best person to work on an incident or service request. By introducing this type of automation, your service desk organization can spend more time fixing critical system issues, and less time figuring out where to route service requests.

Putting Skills into Perspective

Skills management is a great practice for discovering possible weaknesses in your organization and addressing those areas with training and development.

Take for example a large enterprise company that is rolling out a new software application—some employees may already be skilled at this application, where others may not have any experience with it.

By using a skills management system, the IT department is able to report on who in the company is already experienced with the new software application, and who is not. Without skills management in place, this type of task would usually take a great deal of effort; by leveraging a skills management system, the IT organization can easily generate a report and identify employees that would require training.

Breaking Down Silos

With the introduction of skills management, the service desk can recognize the skills employees hold across the board, and quickly route important requests to the right people. This type of visibility introduces and promotes cross-departmental collaboration, which in turn starts to break down silos. Eradicating silos is a key success factor to driving digital transformation within your organization.

When it comes to enterprise service management, storing all skills in a centralized system generates collaboration—whether it’s IT working with HR, or Marketing working with Finance, service requests can easily flow to the right person. This type of proactive responsiveness creates a much more positive employee experience for all members of the organization.

Skills management is one of many new features in the latest version of Cherwell Service Management.

What's New in Cherwell Service Management 10.0